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AWS Solutions Library

Guidance for a Modern Contact Center for Retailers on AWS

Overview

This Guidance helps retailers to quickly build a modern, scalable contact center on AWS. A contact center in the cloud offers retailers an omnichannel experience through voice, chat, and tasks, allowing them to help their consumer more efficiently. Call details are securely stored, with personal and credit card details encrypted, then integrated with services that can check inventory, product, consumer, and transaction history. All data can be captured with analytics and reporting tools and used for marketing, helping the retailer automate their systems and processes while improving the quality of their interactions with their consumers.  

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

This Guidance uses fully managed, serverless services that automatically scale to meet demand. With Amazon Connect, you can build a highly scalable contact center that is tightly integrated with other AWS managed services, including machine learning and analytics. This integration helps you deliver an improved experience for your consumers, while allowing you to depend on the AWS services to operate as expected. 

Read the Operational Excellence whitepaper

AWS Direct Connect, or a site-to-site virtual private network (VPN), provides secure connections between the contact center and the AWS cloud. In this Guidance, we use IAM, Macie, and AWS KMS to secure and encrypt data. 

Read the Security whitepaper

Amazon Polly, Amazon Lex, Amazon DynamoDB, and EventBridge are highly available and reliable managed services that help your workspaces scale in a stable environment. 

Read the Reliability whitepaper

DynamoDB, Amazon S3, and Kinesis are scalable and highly available services. They are core components in this Guidance that help you meet your workload requirements and maintain efficiency as demand changes and technologies evolve. 

Read the Performance Efficiency whitepaper

Serverless services, such as Lambda, Kinesis, and EventBridge, are used extensively throughout this Guidance to reduce cost. These services help you implement a cloud financial management framework where you can build capability through knowledge building, programs, resources, and processes to become a more cost-efficient retailer. 

Read the Cost Optimization whitepaper

This Guidance addresses the long-term environmental, economic, and societal impact of the activities of retailers. That’s why we leveraged serverless components throughout this Guidance. These components automate the process of infrastructure management, scale with demand, and help you maximize the minimum number of resources needed to deploy this Guidance.  

Read the Sustainability whitepaper

Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.